CRM AND HOSPITALITY MANAGEMENT.

CRM AND
HOSPITALITY
MANAGEMENT
Needs and strategies

Introduction
• CRM (Customer Relationship Management) plays an
important role in improving the experience of the clients
• More than 92% of the organizations in the hospitality
and tourism industry, around the world, employs a
customer- centric approach for improving the
experience of the clients

Need for CRM in the
organization
• CRM is identified through its objectives in the sector of
Decreasing costs, improvement of customer service,
customer retention, profitable outcomes and
sustainable competitive benefits
• CRM incudes customer satisfaction, acquisition of new
customers and customer retention through the
development of strong relationships with the customer
• CRM helps in encouraging the assessment of the
customer’s needs and preferences for improving the
operational aspects of the bsuinesses

Customer service standards in
the hospitality sector
• A well-maintained reception area
• Providence of reliable and accurate information on the
services that are offered by the business
• The ability to identify and deal with customer
complaints
• Effectiveness of staff behavior and approach towards
serving the clients
• Commitment towards sustainable development.